SummitAI Service Management Help
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You can configure a new user group using User Group configuration. An approver user group identifies a list of individuals who are authorized to approve a resolved incident.
To better understand when user group feature is useful consider the following use-case.
Use CaseAnchor UseCase UseCase
Scenario I - Location Wise
ACME Networks, has 3 locations ‘New York, London, Bangalore’ across the globe. Respective user groups in that location should approve a resolved incident for the respective location only. Three different approval Groups are created for 3 locations. This helps in a focused approach towards approving resolved incidents only to a particular location. In addition, you do have an option to select ‘All locations’ too.
Scenario II - Customer Wise
ACME Networks has 3 customers Customer 1, Customer 2, Customer 3. Respective user group for Customer 1, Customer 2 and Customer 3 should approve a resolved incident for that respective customer only. Three different approval groups are created for three different customers using Customer Wise > Applicable Customers feature. This helps in a focused approach towards approving resolved incidents only to a specific set of customers. In addition, you do have an option to select All Customers also.
Business Benefits
- Simplifies maintenance as it includes the configuration for a predefined set of users and the configuration is not required at individual user level.
- In case, one of the approver from the Approval Group is unavailable, it can be approved by another approver from the same Approval Group.
- Option to configure approval-group at all or specific location or even for specific customer.
Configuring Approver Group
The following section provides details of how to configure Approver Group.
To configure the approver group, perform the following steps:
- Select Incident > Configuration > Others > Approver Group Configuration.
The USER GROUP page appears. - Select the required Tenant, click ADD NEW under the ACTIONS panel, and fill in all the details on the USER GROUP page. You can configure approver group customer wise or location wise as explained in above use case. For more information about the fields on the USER GROUP page, see Field Description.
- Click SUBMIT.
A new Approver Group is added.
Figure: USER GROUP Configuration
Field Description
The following table describes the fields on the USER GROUP page:
Field | Description |
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DETAILS | |
Tenant | Select the required Tenant from the drop-down list. The list contains all the tenants available under IM module. By default, the Tenant selected in list page is displayed in the Tenant field. |
Group Name | Specify the group name. |
| Enable Approver Selection | Select Enable Approver Selection to indicate that approver selection is mandatory for the user group approvals while configuring approval workflow process in Approval Configuration. For Example: The Enable Approver Selection is checked for a group named Group1. Then while configuring approval workflow process in Approval Configuration screen, it is mandatory to select one user from the user group Group1 as an Approver. If you do not select any user as an Approver from the user group Group1, then system displays the following error message:
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| Applicable Locations | This field is displayed, if Configure Approver By is selected as Locations. Specify the applicable locations. You can select all locations or specific locations from the drop-down.
A sample screenshot is shown below:
Figure: USER GROUP - Applicable Locations |
| Applicable Customers | This field is displayed, if Configure Approver By is selected as Customer. Specify the applicable customers. Select one of the options. Available options are as follows:
Figure: USER GROUP - Applicable Customers |
User | Select the users which you want to add in the approval user group. Click on the
Figure: Select User |
| Active | Select the Active checkbox to indicate if the user group is active. |
ADD | Click ADD to add the details of the user group in the user list. You can view the added user list with the following columns details:
A sample screenshot is shown below:
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If the user name and group name are exact match of already existing record then system will throw an error. |
User Group - LIST page
You can view the user list page once all the details are added to the user list page with the Group Name, Approved By, Created Date columns and Delete option. A sample screenshot is shown below:
Figure: USER GROUP - LIST Page
Field Description
The following table describes the fields on the USER GROUP LIST page:
Field | Description | |||||
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| Include Active | Select the checkbox Include Active to display only active user groups in the list. | |||||
Group Name | Displays the group name. Click on the specific group name hyperlink to add more users for this group.
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| Approver By | Displays if the user group approver is based on customer or location.
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| Enable Approver Selection | Displays if the enable approver selection is active or not.
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| Created Date | Displays the date and time the user group was created. | |||||
| Active | Displays if the user group is active or not.
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| Delete | Delete - Click |
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